What is SMBCI Care for Jenius?

SMBCI Care for Jenius is a support service from Bank SMBC Indonesia, available 24/7 to address questions, complaints, and feedback regarding products and services from the Jenius app.

How do I contact SMBCI Care for Jenius?

You can contact SMBCI Care via:
– Phone at 1500 365 for calls from Indonesia
– Phone at +62 21 8060 5299 for calls from overseas
– E-mail at [email protected]
– The Jenius app, via the start page or Home

Are there any charges when contacting SMBCI Care for Jenius?

Charges depend on how you contact SMBCI Care:
– Via phone: You will be charged standard carrier rates for the call.
– Via e-mail and the app: Toll-free. You will only be charged for internet data usage during the communication.

When can I contact SMBCI Care for Jenius?

You can contact SMBCI Care anytime via phone, e-mail, and the Jenius app.
Can I still access SMBCI Care via the Jenius app even if I’m having trouble logging in? Yes, you can still access SMBCI Care via the Jenius app even if you are unable to log in.

If I’m having login issues, how do I contact SMBCI Care via Jenius?

1. If you are on the Jenius app home page, select the customer care icon in the top right corner.
2. Select your issue topic.

For login issues, select I cannot log in to my account. Then, choose according to your situation:
A. Forgot PIN or password
1. If you do not have an m-Card, select Call SMBCI Care.
2. If you have an m-Card, select Reset Password.

B. Other login issues
1. Select Call SMBCI Care to connect to SMBCI Care.

For issues other than login, select I have another issue or question.
1. You will be directed to the Jenius help page.
2. Select Call Now to connect to SMBCI Care.

If I’m having login issues with my PIN, how do I contact SMBCI Care?

1. On the home page, select Log In.
2. If you are using facial recognition and it fails, you will be prompted to enter your PIN.
3. Select Use password.
4. Enter your Jenius password, and you will be directed to the Authentication page.
5. Select the question mark icon in the top right corner of the page.
6. You will be given 2 guidance options for your issue.
7. If you are having issues with your mobile number, select the question related to your mobile number and select Call SMBCI Care.
8. Select Call Now, and you will be connected to SMBCI Care.

If I’m having login issues with my password, how do I contact SMBCI Care?

1. On the Jenius app home page, select Log In.
2. If you are using facial recognition and it fails, you will be prompted to enter your PIN.
3. Select Use password.
4. Select Forgot password?, and you will be directed to the Reset Password page. There are 2 ways to help you log in:

A. By Resetting Your Password
1. Enter your Jenius account email address.
2. Enter the verification code sent to your mobile number.
3. Make sure you have your m-Card, then follow the on-screen instructions until the process is complete.
4. If you do not have an m-Card, select Try another way.
5. Select Call SMBCI Care.
6. Select Call Now.

If the verification code is not received after 3 attempts, or if you select the question mark icon in the top right corner:
1. On the help page that appears, select Help.
2. You will be given 2 guidance options for your issue.
3. If you are having issues with your mobile number, select the question related to your mobile number and select Call SMBCI Care.
4. Select Call Now, and you will be connected to SMBCI Care.

B. Without Resetting Your Password
1. Select Try another way.
2. Select Call SMBCI Care.
3. Select Call Now.

What if my call gets disconnected during the conversation?

The “Call has ended” page will appear. If you need to redial, select Call Again via internet or Call 1500 365 using regular phone credit.

Make sure your connection is stable and you’ve got enough data quota or phone credit.

What if I can’t reach SMBCI Care via the Jenius app?

If your call to SMBCI Care through the Jenius app fails, you can try reaching them again through the message that pops up on your screen. You’ll have two options:
– Call Again via internet
– Call 1500 365 with phone credit

Make sure your connection is stable and you’ve got enough data quota or credit.

Can I leave the Jenius app while contacting SMBCI Care?

Yes, you can select the down-arrow icon in the top left corner to minimize the screen during the call.

What if I can’t use the speakerphone during the call?

Make sure that no Bluetooth audio device is connected to your phone. After that, you will be able to use the speakerphone during the call.

How do I end the call once the process is complete?

If your needs have been met while connected to SMBCI Care, you can end the call by pressing the red end-call button on the screen.

What is NIX?

NIX is a chat-based virtual assistant on Jenius app that you can use to ask get information, ask questions, or receive real-time support for your needs related to Jenius.

How can NIX assist me?

NIX can provide general information about Jenius services and help you submit a report if you have a request or experience any issues related to Jenius service.

What can I ask to NIX?

You can ask NIX about all features and services in Jenius.

How do I contact to NIX?

You can contact NIX by:

Jenius Pre-Login Page
1. Open Jenius app, tap Help icon on the top corner right of the page, next to the bell icon.
2. Enter your PIN.
3. On the Contact Us tab, select Chat, and you will be connected to NIX.

Jenius Home Page
1. On Jenius home page, tap the Chat icon on the top right of the page, next to the bell icon, and you will be connected to NIX.

Jenius Website
1. Go to www.jenius.com using your browser, and scroll to the bottom of the page.
2. In the Navigation section, see Help section, and select FAQ.
3. Select Get Help.
4. Choose Chat NIX Website, then enter your name and e-mail, and you will be connected to NIX.

When can I chat NIX?

You can chat NIX any time.

What if NIX can’t answer my question?

If NIX is unable to answer your question, you can chat with SMBCI Care live-agent, by selecting Ya, Mau to continue your questions.